Guest Services Desk Clerk

About the role

Under the direction of the Guest Services Manager, conduct daily Service Counter operations and strengthen guest relations through advanced guest service and engagement techniques. Apart from responding to inquiries, provides information to the guests that help them in making purchasing decisions and resolve any complaints. Guest Services Associates have an opportunity to treat every customer as a guest by creating meaningful and genuine interactions; you’ll see our regular guests choosing their checkout lane based on their favorite cashier, not the line length!

Responsibilities

• Take ownership in order to take care of guest needs directly either by face-to-face, electronically, or telephone and respond to guest inquiries promptly
• Respond to guest inquiries regarding offers, promotions, and events
• Adopt the guidelines established by Hometown Grocers to resolve complaints from guests
• Accurately and efficiently process transactions and accurately maintain all cash and media at Service Counter registers
• Distribute cashier tills and partner with cashiers throughout the day to ensure associate and guest needs are being met
• Record details of comments, inquiries, complaints, and actions taken
• Provide guests with exchanges, refunds, discounts, coupons, or other offers related to their retail store account activity
• Perform guest verifications, processing orders, applications, forms, and requests
• Handle additional services, including but not limited to DMV, Lottery, Rug Doctor, and ticket sales
• Direct unresolved issues and requests to the appropriate designated resource
• Contribute to the maintenance and development of standards, procedures and policies regarding guest service
• Support and execute superior guest service
• Perform other duties as assigned
• Ensure all quality standards are being met, including quantity expectations at 100% by 10 am and 5 pm
• Maintain regular, timely attendance in compliance with the work schedule, and provide adequate notice to find a replacement for occasional absences

Qualifications

• Minimum availability must include 16 hours a week with a minimum of 8 hours per day during available days
• Ability to process information/merchandise through register system
• Ability to communicate with associates and guests
• Ability to read, count, and write accurately
• Ability to operate all equipment necessary to perform the job
• Knowledge of wide range of goods and services of Hometown Grocers
• Ability to deal with multiple projects simultaneously
• Strong communication, interpersonal, and guest service skills
• Sound practical judgment of priorities
• Interest in helping and working with guests

Physical demands and work environment

The associate must possess the ability to stand in place for long periods of time; walk in the store; bend, stoop and kneel regularly. Requires fine finger and broad manual dexterity, and eye-hand-foot coordination in order to operate equipment. Physical ability to stand for extended periods and to move and handle boxes of merchandise and fixtures throughout the store, which entails lifting, and perform all functions as set forth above. Ability to work varied hours/days, including nights, weekends, and holidays, as needed.